Guest Services Lead

Job Description

Job Description

Henderson Sport & SocialGuest Services LeadProperty Overview

Henderson Sport & Social is a state-of-the-art, 180,000-square-foot destination opening in Henderson, Nevada. The facility is designed to become the premier destination for youth and adult sports, recreation, fitness, dining, and family entertainment while serving as a gathering place for the local community.

Our facility features basketball, volleyball and pickleball courts, indoor turf fields, bowling, a dual level laser tag arena, Krazy Darts, miniature golf, arcade games, a full-service restaurant and bar, fitness center, Child Watch, and flexible event spaces capable of hosting birthday parties, tournaments, corporate outings, and community celebrations.

Managed by KemperSports, Henderson Sport & Social proudly embraces the Core True Service philosophy:
• Be Genuine, Helpful, and Friendly
• Service is a Team Sport
• To the Guest, Everything Matters
• Customer Happiness is Everything
• My Attitude is My Responsibility Position Summary

The Guest Services Lead is responsible for leading the daily operation of the Guest Services department while ensuring every guest receives exceptional service from arrival through departure.

This position provides leadership, coaching, and operational support to the Guest Services team while serving as the first point of escalation for guest concerns, coordinating front-of-house operations, and helping ensure Henderson Sport & Social standards are consistently maintained. What Success Looks Like

• Create exceptional first and last impressions for every guest.
• Coach, develop, and support Guest Services Attendants.
• Maintain an organized, welcoming, and efficient Guest Services operation.
• Resolve guest concerns with professionalism and urgency.
• Support Family Entertainment operations through teamwork and cross-training.
• Lead by example through professionalism, accountability, and Henderson Sport & Social's Core True Service philosophy.

Essential Duties & Responsibilities

Responsibilities include, but are not limited to:

• Lead the Guest Services team during assigned shifts while providing coaching, support, and direction.
• Serve as the primary escalation point for guest concerns and operational questions after involving management.
• Complete opening and closing procedures, verify reservations, review Point-of-Sale activity, and maintain daily communication logs.
• Maintain inventory of gift cards, arcade cards, bowling shoes, brochures, front desk supplies, and other Guest Services materials.
• Ensure bowling shoes are cleaned, organized, properly sized, and distributed to guests.
• Oversee the presentation and organization of the redemption prize counter while supporting volunteers assigned to the area.
• Assist guests with reservations, memberships, attractions, and general facility information while connecting them with the appropriate department when needed.
• Communicate professionally using established radio procedures and support Attractions, Redemption, Bowling, and other Family Entertainment operations through cross-training as business needs require.
• Maintain knowledge of Henderson Sport & Social attractions, memberships, promotions, restaurant offerings, sports programming, tournaments, fitness memberships, and upcoming events.
• Complete additional operational, administrative, and leadership duties as assigned.

Qualifications

Minimum Qualifications

• Must be at least 18 years of age.
• Strong leadership, communication, organizational, and guest service skills.
• Ability to work evenings, weekends, holidays, and special events based on business needs.
• Ability to work effectively in a fast-paced, team-oriented environment.

Preferred Qualifications

• Previous leadership or supervisory experience.
• Previous experience in hospitality, family entertainment, recreation, retail, or guest services.
• Experience using a Point-of-Sale system and interest in continued leadership development.

Physical Requirements

• Stand and walk for extended periods throughout the shift.
• Frequently lift and carry up to 30 pounds.
• Occasionally lift or move up to 50 pounds.
• Bend, kneel, crouch, reach, push, pull, and climb stairs as needed.
• Work in a fast-paced, high-energy entertainment environment.

Reports To

Family Entertainment Manager

Classification

• Part-Time
• Non-Exempt

Kemper Sports Management is an Equal Opportunity Employer